CBS Team Manager – Colleague Contact

CBS Team Manager – Colleague Contact
£33,070 – 37,070 plus benefits (Work Level 6B)
Operating hours Mon – Fri between 8.00am and 4.00pm 
Manchester city centre. Once you’re fully trained, you’ll work in a hybrid way, dividing your time between working from home and in the office (find out more about our hybrid working policy at https://jobs.coop.co.uk/hybrid-working-policy).

We’re looking for a Team Manager to join the Colleague Contact team within our wider Co-op Business Services (CBS) organisation. CBS is made up of a number of diverse teams dedicated to delivering high-quality, reliable and cost-effective business services across our Co-op. You’ll play a key role in helping CBS to support and realise our group vision of ‘co-operating to build more value for member-owners every day’.

As a team manager, you’ll lead, mentor and support the development of a team of advisers, so they can continue to provide excellent support and service to colleagues across our Co-op. We’ll look for you to identify areas to improve processes and ways of working and make things easier and more stress-free for our colleagues. Here at Co-op we’re not known for resting on our laurels, and we’re continuously striving for improving the way we do things, so this is a great opportunity for you to really shape and embed new ways of working within the team.

What you’ll do

•    Lead, mentor and develop a team of CBS advisers, making sure they have the tools and support they need to succeed
•    Support the team so they can provide a first-class service to colleagues and leaders across our Co-op
•    Analyse data to understand performance, spot trends and opportunities delivering the required improvements 
•    Work closely with the resource planning team to plan and allocate resource effectively and that key service metrics are delivered 
•    Make sure we always provide a first-class service to our colleagues, monitoring quality and making sure the agreed service metrics are delivered 
•    Analyse data and monitor call quality to identify training needs
•    Build relationships with the wider CBS teams, managing wider stakeholders across the Coop
•    Nurture and drive a culture of continuous improvement and help your team to navigate change
•    Support the delivery of projects ensuring changes are fully embedded

What you’ll bring

•    Experience managing a team within a business services / telephony-based environment
•    The ability to manage a number of service lines and prioritise accordingly 
•    A good understanding of HR, with experience providing HR advise on a broad range of topics (maternity, hires, holidays, sick leave, etc) would be an advantage 
•    Leadership skills; you’re experienced in coaching, mentoring and supporting the development of a team 
•    Excellent analytical skills, with the ability to use data to understand performance, spot trends and opportunities for improvement
•    A proven understanding of key service metrics and SLA’s
•    Great communication skills, with a talent for building relationships with colleagues and leaders across the business
•    The ability to quickly adapt and think on your feet to find solutions in a fast-paced environment

Why Co-op?

At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

•    An annual bonus (based on personal and business performance)
•    28 days holiday (rising to 32 with service) plus bank holidays 
•    A pension with up to 10% employer contributions 
•    Access to a subsidised onsite gym (at our Manchester HQ) 
•    30% discount on Co-op products and 10% off other brands 
•    Stream – early access to a percentage of your pay as you earn it 
•    Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice 
•    24/7 colleague support service 
•    Training and support for your development and career progression
•    Cycle-to-work scheme

A place you’ll belong

We’re building diverse teams that reflect the communities we serve. We welcome applications from everyone, and our support centre is an inclusive environment where all our colleagues can thrive.

If you have a disability, we’ll make reasonable adjustments to support you through the recruitment process. We’re also proud to be part of the Disability Confident scheme - if you’re disabled and you meet the minimum criteria for this job, we’ll guarantee you an interview.

Learn more about our recruitment process at https://jobs.coop.co.uk/apply-process

Explore our commitments to diversity, inclusion and wellbeing at https://jobs.coop.co.uk/diversity-inclusion-wellbeing

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